Help Desk Service Level

[wannabe21]

I am trying to change our Help Desk's Service Level (this desk provides answers to the main service center questions and takes supervisor calls) from 90% answered in 20 seconds to be 85% answered in 20 seconds. I don't think it should be as high as it is, but I am having trouble convincing management of what good reasons would be to change it. Please I need some feedback on whether or not this would be a good idea?

[gkern]

I am not sure that it will make much of a difference with the relatively small change that you are proposing. What will get their attention is showing that relaxing the service level will lower cost through the reduced staffing that should occur. You will also need to show that customer experience would not be materially impacted because of the longer hold time.

Figure out what level of change in SL would be needed to create real savings and then determine if it is workable from a quality/sat perspective. You will probably need some customer survey data to support making the change.

Greg Kern
SITEL
greg.kern@sitel.com

[JoeB]

You did not say why you wanted to change the SL from 90/20 to 85/20 and what is the argument you are making to management.

Assuming you keep staffing as is, reducing service level will improve utilization and will NOT negatively impact your ASA, but it may lead to a slight increase in abandonment.

Another thing to consider is that you are talking about a relatively small change. Because of the natural variability in many call center processes it is quite possible that there will be no noticeable difference one way or another.

Without having more data bout your call volume, current staffing and abandonment sensitivity it is difficult to give definite answers. I recommend that you download a call center modeling software (e.g. http://www.diagnosticstrategies.com/easyerlang.htm) and using your data try different service level combinations to see their impact on customer experience and resource requirements in your call center. This will provide you with precise data about the cost and benefit of the change and ammunition for management discussions.

I hope this helps.
Joe